How to Approve or Deny Requests

This article provides step-by-step instructions on how to approve or deny requests. As an approver, you can manage requests directly from an email notification, within the ticket view, or from your dashboard.

As the approver, you'll receive an email each time a submitted ticket requires your attention. At the top of the email, you'll see options to either Approve Request or Deny Request. Selecting either option will open the ticket in a new browser tab and automatically apply your choice.

You must be logged in to approve or deny the request.

You can also approve or deny a request directly from the ticket view. Simply open the ticket, and the approval options will be in the top-right corner. Use the comment box under the workflow section to add more details before approving or denying.

If you need more information before making a decision, add your comments to the ticket details section. The agents working on the ticket will be able to see all comments.

All pending approval requests are visible on your dashboard under the Pending Approvals section. This section only appears when there are requests awaiting approval. Once all requests have been approved or denied, this section will no longer be visible on your dashboard.

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Hannah Bailey - Director, Customer Engagement